KPI Portal

Desk time

Average time a complaint stays at the aftersales desk. Influences call response rate.Variables: Number of complaints, response timeCalculation: Sum of response times / number of complaints.Measured as: Time (e.g. years, minutes), Interpretation of results: Lower is better

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Call reponse

The number of responses within a predefined time period. Indicates responsiveness of the organization. Can also be presented as the percentage of all responses.Variables: Number of responses within a predefined time period, total number of responsesCalculation: (Number of responses during a predefined time period / total number of responses) * ...

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Average time from customer enquiry to sales team response

The average time a customer has to wait for a response from the responsible people within the organization. If the responsible employees are rewarded based upon this measure, make sure there are clear agreements about the norm.Variables: enquiry-time, response timeMeasured as: Time (e.g. years, minutes),

Posted in All sectors, Internal Process, KPI, Sales / Aftersales | No Comments »